Answering and processing incoming customer requests via phone and email in line with Jellycat’s processes and internal KPIs
Processing and managing customer’s orders
Making outgoing phone calls to customers where appropriate in order to achieve a satisfactory resolution
Ensuring a proactive, flexible and positive approach at all times when handling customer requests
Sending weekly and monthly sales and backorder reports to agents
Discussing backorders and soft up-selling to help maximise sales opportunities
Managing any outstanding orders
Liaising with other departments to ensure fast and effective order processing
Liaising with the logistics team regarding post-delivery queries
Proactively developing relationships with new and existing customers always ensuring high level of customer retention
Supporting product launches where necessary
Supporting and representing company at tradeshows where necessary
Supporting sales teams and agents where required
Ensuring customer information is updated and maintained on internal systems

Minimum 2 years experience in a customer facing role, ideally B2B
Experience in working for a luxury brand is desirable but not essential
Clear communicator (both spoken and written)
Proven experience in maintaining a high level of customer service and relationship building
Passionate about helping customer service in line of Jellycat brand values
Able to build good relationships at all levels with a positive and flexible approach
Able to solve problems, have initiative, and open to continuous improvement and learning
Must be positive, resilient, and adaptable to change
Good working knowledge of Microsoft Office (Excel, Word and Outlook)
Excellent attention to detail and ability to work accurately
Highly organised with an ability to manage multiple priorities under pressure

Wholesale Customer Service Specialist

Key skills